srt0r2021 (Quick Survey - Review GFT - ITIL and Incident Management - May Batch Quiz Priority of a ticket is determined by (Multiple Choice) Risk Y © Impact v © Urgency Categorization The correct answer is Impact, Urgency. What are the 2 SLA's for an incident ? (Multiple Choice) Impact ¥_ © Response Urgency Vv Resolution Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta snosrt0r2021 (Quick Suvey - Review Which of these are responsibilities of an IT Dept? ( Multiple choice) © End-User Technical Support v ©& Network Management Information Infrastructure Servicing ¥_ © IT Budgeting and Finance The correct answer is End-User Technical Support , Network Management , IT Budgeting and Finance. An Incident refers to ( Single Choice) Fixing an issue which has disrupted the service ‘¥_ © Anunplanned event in the IT infrastructure of an enterprise which causes interruption, disruption and reduction in the quality of an IT service. ‘An planned event in the IT infrastructure of an enterprise which causes interruption distruption and reduction in the quality of an IT service. None of the Above Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta 20srt0r2021 (Quick Suvey - Review ‘An issue occurred and was fixed. After 4 days the user calls the SD reporting the same issue. What should SD Executive do ? (Single Choice) Open the previous ticket and update Cancel the previous ticket and create fresh one Y © Create a new ticket with all the requisite details Inform the user that issue has already been fixed The correct answer is Create a new ticket with all the requisite details. What is Response time ? (Single Choice) The time taken to resolve the incident from the time of creation ‘Y © The time taken to change the status of the ticket from “Assigned” to any other status on first assignment of ticket The time taken to change the primary “New” status of an incident to any other status The time taken to change the primary status of an incident to "Assigned" s correct answer is The time taken to chanae the status of the ticket fram Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta anosrt0r2021 (Quick Suvey - Review For a P1 incident a Problem record should be created. (Single Choice) v © TRUE FALSE The correct answer is TRUE. For an incident to be resolved, a server component needs to be replaced. What should you do to resolve the ticket? (Single Choice) Root Cause Analysis Y © Change Request should be raised to change the component Problem record should be raised All of the above The correct answer is Change Request should be raised to change the component. Whats is ITIL? (Single Choice) Hid Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta anosrt0r2021 (Quick Suvey - Review Information Technology Informational library The correct answer is Information Technology Infrastructure library. Whats is CMDB? (Single Choice) Configured Management Database © Configuration Management Database Configuration Managementation Database Configured Management Data structure The correct answer is Configuration Management Database. Whats is Accenture's IT Dept known as? (Single Choice) EDS (Enterprise Data System) Y © C10 (Chief Information Officer) Hid IIS (Information Infrastructure Systems) Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta snosrt0r2021 (Quick Suvey - Review The correct answer is CIO (Chief Information Officer). Who Requires ITIL in an Organization? (Single Choice) Y © IT Dept and End Users Operations Dept and End Users Facilities Dept and End users None of the above The correct answer is IT Dept and End Users. What is an IT asset? (Single Choice) Y © Any financially valuable component that can contribute to delivery of an IT product or service Any component that needs to be managed in order to deliver a service ‘A request from a user mat initiates a service action ‘The removal of anything that could have a direct or indirect effect on services Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta enosrt0r2021 (Quick Suvey - Review Which dimension includes a workflow management system? (Single Choice) Organizations and people Partners and suppliers Information and technology © Value streams and processes The correct answer is Value streams and processes. Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. (Single Choice) Information v Costs Utility Warranty Hide Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta 70srt0r2021 (Quick Suvey - Review In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant (Single Choice) v © 1and2 2and3 3and4 land 4 The correct answer is 1 and 2. Which is NOT a component of the service value system? (Single Choice) The Guiding Principles Governance Practices ___““_._The Four Dimensions of Service Management Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta anosrt0r2021 (Quick Suvey - Review The correct answer is The Four Dimensions of Service Management. What is the purpose of the ‘information security management’ practice? (Single Choice) To observe services and service components To plan and manage the full lifecycle of all IT assets ‘¥_ © To protect the information needed by the organization to conduct its business To ensure that accurate and reliable information about the configuration of services is available when and where it is needed The correct answer is To protect the information needed by the organization to conduct its business. What is the ultimate objective of the Service Value System? (Single Choice) To Maintain the Practices To follow Governance Y © To deliver Value To keep continually improving Hid Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta snosrt0r2021 (Quick Suvey - Review Which one of these is not a guiding principle? (Single Choice) Start where you are Keep it simple and practical Focus on Value © Demand co -creation The correct answer is Demand co -creation. Privacy Policy Cookie Policy Terms of Use ‘© 2001-2021 Accenture. All rights reserved. Accenture Confidential. For internal use only. hips: quicksurvey accenture.com/Pagesireviow.aspxquid=4782c589-bbc2-47b0-86b4-ab4daadstta 1010